About Us

At Thoucentric, we offer end-to-end consulting solutions designed to address the most pressing business challenges across industries. Leveraging deep domain expertise, cutting-edge technology, and a results-driven approach, we help organizations streamline operations, enhance decision-making, and accelerate growth. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.

We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory. We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem.

We have been certified as Great Place to Work by AIM and have been ranked as 50 Best Firms for Data Scientists to Work For.

We have an experienced consulting team of over 500+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.

Job Description

Job Description – Zendesk Implementation Consultant

Role: Zendesk Implementation Consultant

Experience: 4+ Years

Location: Bangalore Preferred (Fully Remote – Open Across India)

Shift: UK / European Time Zones (Fixed or Rotational Based on Project Needs)

About The Role

We are looking for an experienced Zendesk Implementation Consultant to lead end-to-end implementation and optimization projects for global customers across the US and Europe.

This is a customer-facing, individual contributor role where you will be responsible for gathering requirements, configuring Zendesk solutions, driving adoption, managing stakeholder expectations, and ensuring long-term customer success. The ideal candidate should have strong consulting skills, hands-on Zendesk implementation experience, and the ability to work independently with enterprise customers in a remote environment.

Key Responsibilities

Zendesk Implementation & Delivery

Lead end-to-end Zendesk implementation projects, including discovery, solution design, configuration, testing, deployment, and hypercare support.
Configure and customize Zendesk products such as:

Zendesk Support
Zendesk Guide
Zendesk Chat / Messaging
Zendesk Explore
Zendesk Talk
Zendesk AI and Automation features

Gather business requirements and translate them into scalable Zendesk solutions.
Design workflows, ticket routing rules, SLAs, business rules, macros, triggers, automations, and reporting capabilities.
Ensure smooth go-live and successful user adoption across customer organizations.

Customer Consulting & Success

Act as a trusted advisor and Zendesk subject matter expert for customers.
Recommend industry best practices for customer support operations and service management.
Conduct workshops, solution demonstrations, training, and stakeholder presentations.
Drive platform adoption and continuous improvement initiatives.
Partner with customer leadership teams to maximize business value from Zendesk investments.
Support customers in resolving business-critical issues and platform optimization opportunities.

Collaboration & Execution

Collaborate with Product, Engineering, Support, and Customer Success teams to ensure successful project delivery.
Work closely with integration and technical teams to support third-party integrations and custom requirements.
Manage project deliverables, timelines, risks, and customer expectations.
Maintain implementation documentation, solution designs, and knowledge repositories.
Contribute to implementation methodologies, playbooks, and process improvements.

Requirements

Required Skills & Qualifications

4+ years of experience in Zendesk implementation, SaaS consulting, customer success, or customer service technology projects.
Proven experience delivering end-to-end Zendesk implementations.
Strong knowledge of:

Zendesk Support
Zendesk Guide
Zendesk Explore
Zendesk Chat/Messaging
Zendesk Talk

Experience configuring workflows, SLAs, ticketing processes, automations, macros, triggers, and reporting dashboards.
Strong understanding of customer support and service management operations.
Excellent English communication, presentation, and stakeholder management skills.
Ability to engage confidently with manager-level and senior stakeholders.
Experience gathering business requirements and translating them into scalable solutions.
Ability to manage multiple customers and competing priorities effectively.
Comfortable working in US and/or European time zones.

Preferred Qualifications

Zendesk Administrator, Support Administrator, or Zendesk Implementation Certifications.
Experience with Zendesk AI capabilities, bots, intent routing, automation, and self-service solutions.
Knowledge of integrations with Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow, or other business applications.
Exposure to APIs, webhooks, integration frameworks, and workflow automation tools.
Experience working with enterprise SaaS products and customer support ecosystems.
Familiarity with Agile project delivery methodologies.
Experience supporting global and distributed teams.

Work Model & Shifts

Fully Remote Role
Bangalore-based candidates preferred
Open to candidates across India
Flexible shifts aligned to US and European customer requirements
Fixed or rotational shift schedules based on project needs

What We Offer

Opportunity to lead Zendesk implementations for global enterprise customers.
Exposure to large-scale customer experience and service transformation programs.
High-ownership consulting role with direct client engagement.
Career growth in Zendesk ecosystem, Customer Experience (CX), Automation, and AI-powered support solutions.
Collaborative global work environment with exposure to US and European customers.